Air Export Lead Agent

Major Duties and Responsibilities

 

• Receive documents

• Ensure smooth and timely shipment process flow

• Ensure all customers standard operating procedures are followed as per the SOP

• Ensure accurate and timely data entry into our operating system

• Monitor shipment reports to ensure total customer satisfaction

 

Support the Supervisor in the following areas:

• Allocating workloads, monitoring workboards to ensure internal KPI’s are met e.g. timely data entry

• Build and maintaining strong relationships with customers

• Assist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.

• Assist in retention calls and complete customer reviews with your regular customers to document in the CRM

• Monitor invoicing and BNP report where needed.

• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.

• Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team

• Allocate workloads within team to ensure smooth operations during peak activity or staff absence.

• Promote productivity tools within the team (e.g. using workboard, invoice processing, expo )

• Be continuously open and positive to implementing new system changes and enhancements with your team

 

Support the supervisor in the following areas:

• Daily review Stat 1 and operational reports and work with team on updating event codes

• Audit files and work with the team on meeting operating process standards

• Build and maintaining strong relationships with vendors (airlines, trucking companies, and others) and customers

• Evaluate vendors at defined intervals per company policy, focusing on areas of possible improvements with corrective action plans where needed

 

Expeditors Key Performance Expectations

• Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

 

• Job Execution:

Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

 

• Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

 

• Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

 

• Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

 

• Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. 

 

• Personal Growth and Development:

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

 

Product Agent Job-Specific Performance Expectations

• Timely and Accurate Shipment Processing

Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures.

• Timely and Accurate Data Entry

Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.

• Timely and Accurate Billing and Accounting

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.